RECRUITMENT GUIDE

Collections Agent

A collections agent acts as a third party between the business and its customers, to collect any outstanding debts and payments from customers on behalf of the business. Their role is to communicate with customers to inform them about what they owe and when it is due, provide documentation evidence and then collect the payments.

They are responsible for ensuring contractual obligations are upheld, and if necessary, enforcing legal action to ensure any overdue debts are settled. Collections agents must record all payments and all communication with customers effectively, as well as work with other departments in the organisation such as sales and legal, to create and implement strategies to achieve collection goals.

Day-to-day tasks of this role:

  • Review customers who have outstanding debts, and schedule a meeting with them.
  • Liaise with other departments in the organisation to determine strategies to best approach customers about collecting payments.
  • Negotiate payment arrangements and timelines with each customer.
  • Continuously maintain and update customer payment records.

Recruitment Process

Understand the Role

Review the skills profile

To find the best person for the role, you need to understand what the role involves. You can complete this with the hiring manager to define the role, what it contributes to the organization, and the skills needed.

Understand the Role

Source Applicants

Write a job description based on skills

Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.

Source Applicants

Skills Assessment

Select the ideal candidate

See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customise one for your organization. 

Skills Assessment

Interview

Interview top performers

Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview. 

Interview

UNDERSTAND THE ROLE

Skills profile for a Collections Agent

A collections agent may hold a tertiary qualification in law or sales, however a formal education is not always required for this role. Valuable on-the-job training and relevant industry experience is favourable. There are some common skills required for this position.

It is essential that a collections agent is extremely resilient. They must have the ability to manage high volumes of customers with emotional situations, and not allow the stresses and confronting nature of the role negatively impact them personally. Collections agents must also have protective mechanisms in place to ensure they are not adversely impacted by the demands of the role.

It is important that collections agents are direct, yet also empathetic towards customers. They must understand that customers will be highly emotional, stressed and angry at some times, and display empathy towards them while continuing to provide important information. They must also build rapport with customers, even when needing to have tough and uncomfortable conversations.

Once you’ve determined the skills required for the role, you can write the job description to advertise for your position. ​

SOURCE APPLICANTS

Collections Agent Job Description

Summary:

  • Why is this role being filled?
  • How does this role fit into the organization and the team?
  • What makes your company unique?
  • What would it be like to work for you?

Requirements:

  • What technical skills are needed for this role?
  • Which soft skills are applicable?
  • What are the nice-to-have experiences of your ideal candidate?
  • Include availability preferences in this section

Responsibilities:

  • What are the key deliverables for this role?
  • What does the day-to-day of this role look like?

Benefits:

  • Compensation & bonuses
  • Employee benefits & perks
  • Ongoing training benefits

PRO TIP #1
As this role can be quite confronting, emotional and stressful at times, it is important to include this in the job description to ensure that any candidate who applies for the role is aware of the nature and full scope of the position. This will ensure your business hires the right person, and that frequent employee turnover is reduced.

PRO TIP #2
Ensure that the entire recruitment process from job description to assessment to interview reiterates your company vision and values. This will help you identify the right people for the role, and applicants will know whether your company is the right fit for them.

SKILL ASSESSMENT

Sample skills assessment

Question 1

Communication

Question Type: Document

How do you ensure your communication is clear and concise when the person on the receiving end is emotional and potentially not listening. Do you have previous examples?

Question 2
Customer Empathy
Question Type: Text

How do you think you will display customer empathy while maintaining a professional demeanour in this role?

Question 3
Resilience
Question Type: Video

How would you handle a role where everyday you are dealing with emotional callers. Have you been in a similar situation previously?

INTERVIEW

Interview guide for a Collections Agent

Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The PDF interview guide contains structured questions against each of the competencies for this role.

This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low – Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.

PDF INTERVIEW GUIDE
Get your copy of the  interview guide to complete the hiring process. Includes questions against each of the skill competencies for the role.

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